Knowledge Base

Troubleshooting

If you are having problems with Viso, please first read Requirements, to check that your system is suitable for using Viso. See also the section Test the Setup for solutions for possible problems with Viso.

Viso Does Not Start

This can happen with old graphics drivers. Download and install the latest drivers for your graphics card.

No Connection with Viso Services After Renaming Viso Services PC

To solve this issue, re-install N-Linx Server.

1. Open the Control Panel, click Programs and Features, select N-Linx Server from the list of programs and click Uninstall at the top of the list. Wait till N-Linx Server has been uninstalled and click OK.
2. Re-install N-Linx Server. Please contact Noldus Support for the installation file. Double-click N-Linx Server Setup.exe, click OK when the installation is ready and restart the PC.

When you open an existing session, you will get a warning that there are invalid videos in your session. Follow the steps under Invalid Video in Session Warning to solve this issue.

Cannot Select Video

You selected the correct video camera and entered the correct IP address in the Edit IP Video Device window, but when you click Get Device Properties, the Quality field does not appear. Check whether the camera is switched on and connected. If this is the case, most likely you do not have administrator rights as ONVIF user. See Select Administrator as User Group to solve this.

Sound Problems

If you hear no sound on your recording, this could be because:

• The speakers of your computer are not plugged in, turned off or their volume is low.
• The Windows volume control is muted or turned low.
• You do not have an audio source connected.
• The recording volume is too low.

Push-to-Talk Does Not Work

If the Push-to-Talk option does not work this could be because:

• You set different user names or passwords for the camera and for the ONVIF user. See Set Camera IP Address for how to set those names and passwords.
• You did not select the correct audio settings in the camera. See Create Settings for Push-to-Talk Audio.

Insufficient Disc Space

If your output folder is on the C-drive, it is possible that you will have insufficient file space. Most computers are configured with more disk space on the D-drive, so select your output folder on the D: drive. Make sure to move sessions regularly, so that the D-drive does not run out of disc space.

Hardware Key Does Not Work

Possibly you connected the key before installation was complete. Open Windows Programs and Features and uninstall the program Sentinel Runtime. When installation of Viso is complete, connect the hardware key.

If you obtained a new hardware key, restart the Viso Services.

Viso Is Slow

When Viso Viewer, Viso Recorder and Viso Services are all installed on one computer, the software may become very slow and the connection between the components may time out. Note that we recommend installing Viso Viewer on a different computer than Viso Services and Viso Recorder.

To make sure that the software does not become slow when all components are installed on the same computer:

1. Open the Control Panel and choose Network and Sharing Center.
2. Click Change Adapter Settings.
3. Right-click the Local Area Network and select Properties.
4. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
5. Click Advanced and open the WINS tab.
6. Select Disable NetBIOS over TCP/IP.

Viso may also become slow if the network cables are not connected properly, or if some cables have defects. If the system is slow, check the speed of the network cables. To do so:

1. Open the Control Panel and choose Network and Sharing Center.
2. Click Change Adapter Settings.
3. Right-click the Ethernet connection you want to diagnose and select Status.
4. Check the speed in the window that appears. It should be at least 1 Gb per second.

No Camera View

This happens if the connection with a camera was lost. Log in as Technician. After the connection with the camera is restored, click on the Select for Recording checkbox for the location with that camera and click on it again five seconds later to deselect and then reselect the location. The camera view should now be restored.

Cannot Open Location

This happens if the connection with all cameras in the location was lost. Log in as Technician. After the connection with the cameras is restored, click on the Select for Recording checkbox for the location and click on it again five seconds later to deselect and then reselect the location. You can now open the location again.

Location Goes Offline

Some virus scanners may block Viso Recorder. This results in locations going offline right after they are created. If this happens, create an exception for Viso Recorder in the virus scanner, or disable the virus scanner on the computer running Viso Recorder.

Cannot Open Session

This may occur when the video recordings are not stored on the services computer, and the reason may be that Viso Services does not have proper rights to the Windows shares.

To change this, click the Windows button in the taskbar and type Computer Management. In the window that opens, click Services and Applications > Services. Right-click Viso Services in the list and select Properties. On the Log On tab, instead of the Local System account, select This Account and enter a Windows administrator user name and password.

Viso Services will run with the administrator user's rights. If the password is changed in the future, you will need to update these settings too, so it is recommended to create a special administrator user just for this purpose.

Cannot Import Videos

This may be caused by the same reason as Cannot Open Session, if the video location is not on the Services computer. Follow the same steps of assigning an administrator user for the solution.

Invalid Video in Session Warning

This warning appears in the following scenarios:

• You installed Viso on a new computer in the Viso network and transferred the Viso database from the old to the new Viso PC.
• You re-installed Viso on the same computer after a system reset and used the same database.
• You renamed the Viso Services PC.

Please see Invalid Video in Session Warning for the steps to follow to solve this issue.

Name Conflict of Recorder Machines

Viso Services can have multiple recorder machines registered. All those machines have a machine name that is used when video files have to be accessed. When there are two or more recorder machines having the same name, it creates a problem finding video files recorded by those machines, therefore this situation is not permitted. Name-conflicting recorder machines will be disabled and unusable in Viso. Sometimes reinstalling a recorder can also cause this conflict.

How to Fix a Name Conflict

The Name Conflict status is displayed in red, with a fix button showing a lifebuoy icon on the right side. Click the lifebuoy icon to start solving the problem. Viso will first do a quick check on the recorder machines and, based on the outcome, one of two dialogs will appear.

No Automatic Solution: When Viso finds more recorder machines with a non-offline or non-missing status among the conflicting ones, it does not allow an automatic fix by merging the machines, because there are real physical machines with a name conflict. In this case, one of the computers should be renamed to have a unique name.

When Merging Is Allowed: When automatic merging of the conflicting machines is possible, a confirmation dialog will appear. After clicking Yes, confirm the machine removal by entering your password in the next dialog. After entering the password, the machine with the Name Conflict status will be deleted and the original instance previously showing Offline status will become Online.

Locations Offline After Adding a New Viso Recorder PC to the Network

This issue occurs if you add a new Viso Recorder PC to the Viso network and do not change the computer name to that of the old Viso Recorder PC. To view your locations you will need to add them again. See Add Locations.